Information to Gather Before You Call Technical Support

If the solutions in this appendix do not solve the problem, be prepared to provide the following information when you call SunSoft Technical Support:

• The software version of Backup.

• The version of operating system that you are running. For Solaris, you can determine this with the uname -a command.

• Your hardware configuration.

• Information on your devices and other SCSI IDs. For Solaris, use the /etc/LGTOuscsi/inquire command as root to obtain the required information.

• If you are using an autochanger, the type of connection (SCSI or RS-232). Also, provide the version of the autochanger driver you are using. For Solaris, you can determine this from the output of pkginfo -x SUNWsbus2.

You should also be able to relate the following:

• How to reproduce the problem.

• The exact error messages.

• How many times you have seen the problem.

• Whether the Backup command was successful before you made any changes and, if so, the changes you made.